SPEECH TEMPLATE

Welcome Message
Hello, you have reached the IT Help Desk, in brief moments your call will be
attended by the next available operator. Please stand by.
Operator Welcome Greeting
Hello, good morning, afternoon or evening. My name is Dispatcher
May I have your name, please?
Could you spell your full name, last name or first name, please?
Operator / Client interaction
May I please, have your current location? (Important: Venue, Room number, Floor.
E.g.: BN-17th-1702 office, es la sala 1702, del piso 17 del BN).
What is your extension number? Do you have a mobile number where I can reach
you? What is your e-mail address?
Can I have your laptop ID number?
Answer: In the right corner of your keyboard there is a label, please read the ID
number.
Not Host Government Laptop situation (Joint Secretary Laptop): There is an IT booth
in your floor. Please, contact them.
Could you please describe the problem? /How may I help you?
I will take remote control of your equipment. Please, open the TeamViewer. It is a
blue icon in your desktop. Please, tell me the ID number and the password.
Please, hold on. It will take around 3 minutes.
Thank you for waiting Mr., Mrs. xx. Please, can you check your computer, we fixed
the problem.
In case you cannot fix the problem: I will send you a technician to your location. He
will be there in 5 minutes.
Operator Close Greeting
Let me know if there is anything else I can do for you?
Thanks for calling IT support Mr., Mrs. xx. Have a nice day, a good evening.
I am afraid I cannot assist you in this case. Let me transfer your call to our contact
center.

WHAT DO WE NEED TO KNOW TO GIVE AN EXCELLENT SERVICE?

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Know at heart the flowchart of every incidence, otherwise your first choice
will be send a technician when you actually could fix the problem by phone
or through TeamViewer.
Follow the protocol. Always.
Have a good diction.
Speak well and confidently
Active listening
Customize your call. (E.g.: Thank you for waiting Mrs. Smith)
And last but not least: be calm, be cool, be happy. You are a PRO!

WHAT DO WE HAVE TO AVOID DURING OUR PHONE CALL?

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Hesitation about the information we provide.

Pet words, pet phrases (e.g.: eehh, ahh, mmm, yeah! Bye, bye!).
Do not eat while you are on the phone (E.g. Not chewing gum)

Note: The call cannot last more than 10 minutes.